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Tier 1

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Odaseva Full time

Your Role
We're seeking a Tier 1 Support Specialist to join our Super Awesome Support team.

As a Tier 1 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.


This position will require you to work on weekends, to cover Support while the rest of the team is offline.

You will have the opportunity to work in an exciting ecosystem.

If you want to become another important member of a fast growing team of experts, this is the job for you.


Your responsibilities will include:

  • Diligently work with customers by providing regular updates to tickets and open issues
  • Communicate closely with Support tier 2 to troubleshoot and resolve issues
  • Assist with QA regarding bugs and new features, consistently test functionality of the platform
  • Assist in managing the knowledge base to help clients find answers to frequently asked questions
  • Be passionate about making our customers happy
  • Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
  • Be willing to support 24X7 including nights and weekend support

You will bring:

  • 23 years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
  • Background in establishing and building lasting customer relationships and/or customer support experience
  • Ability to thrive under tight deadlines
  • Comfortable presenting ideas internally and to client stakeholders
  • Excellent time and priority management skills
  • Excellent communication skills
  • Salesforce experience is a plus